Senior Infrastructure Support Engineer / L2 Support Engineer, #TSCM-38341

As a Senior Infrastructure Support Engineer at ELEKS, your primary responsibilities will include performing in-place upgrades of Windows Server, communicating effectively within your team to facilitate these upgrades, and ensuring that service levels are upheld. You'll be tasked with managing escalated tickets, supporting first-level calls as needed, and maintaining our Knowledge Base articles. Your role is crucial in resolving customer requests in adherence to Service Level Agreements (SLAs) and incident management protocols.

To qualify for the Senior Infrastructure Support Engineer position at ELEKS, you should have over 7 years of experience in server administration, along with solid expertise in managing Windows Server environments, particularly from 2012 to 2019/2025. Experience with software like SCCM, knowledge of DNS, DHCP, and TCP/IP fundamentals, as well as strong PowerShell scripting skills are essential. An upper-intermediate level of English is also required for effective communication with your team and clients.

ELEKS offers a vibrant working environment for Senior Infrastructure Support Engineers, with a strong focus on professional development and impactful projects. You’ll have the opportunity to work with a team of seasoned professionals in a company that values innovation and challenges the norm. The low level of bureaucracy means you can dive straight into meaningful work, and you'll enjoy the autonomy to influence project technologies while tackling engaging tasks.

In your role as a Senior Infrastructure Support Engineer at ELEKS, you'll engage with a variety of technologies and tools, including Windows Server environments, SCCM, Active Directory, Office 365, and Linux. Additionally, your proficiency in VMware, Azure, and PowerShell scripting will be greatly valued. You will also have practical experience with application compatibility testing and certificate management (PKI), ensuring you are well-prepared to meet the technical demands of this position.

In this role at ELEKS, you'll be involved in exciting projects that involve upgrading server infrastructures for our notable client, an investment consulting company. The projects will challenge your skills and allow you to take ownership of significant upgrades and support tasks. With the opportunity to work from scratch on various initiatives, you can expect a diverse range of engaging work that contributes to your professional growth.

In responding to this question, focus on your hands-on experience upgrading Windows Server, highlighting specific versions such as 2012 to 2019/2025. Mention any challenges you faced during the upgrades and how you collaborated with your team to solve them. Providing clear examples will demonstrate your expertise and problem-solving skills.

When answering this, emphasize your organizational skills and approach to prioritization. Discuss your method of assessing the urgency and impact of each ticket, and mention any tools you utilize for tracking and managing support tickets effectively.

Respond by detailing your practical experience with PowerShell scripting, including examples of how you've used it for automation or system management. Highlight specific scripts you've written to solve problems or streamline processes in server administration.

In your answer, discuss various strategies such as regular team meetings, collaborative tools, and transparent communication channels. Highlight experiences where effective communication directly led to successful project outcomes or resolved issues.

Here, you should outline your approach to managing escalated tickets, emphasizing your methodical problem-solving skills and ability to work under pressure. Share a specific example of an escalated ticket you resolved successfully, showcasing your technical acumen and communication skills.

Make sure to discuss your experience with virtual infrastructure, detailing any specific projects or tasks you've undertaken using VMware or Azure. Mention your understanding of how these technologies integrate within a broader IT infrastructure.

Select a specific instance where you had to break down a technical concept for a non-technical audience. Highlight your ability to tailor your communication, ensuring understanding while maintaining professionalism.

List monitoring tools you have experience with, such as Nagios, Zabbix, or Microsoft System Center. Explain how you've used these tools to proactively manage and enhance server performance and stability.

Explain your proactive approach to managing services and support tasks. Discuss how you monitor ticket resolution times, assess urgency, and establish clear workflows to adhere to SLAs. Provide an example of how you've ensured compliance with SLAs in a previous role.

Share how you stay informed about current trends and advances in server technologies, such as attending workshops, following industry news, and participating in online forums. Mention any certifications or training that you've completed that contribute to your expertise.